Setting Ticket Preferences - Desk | Mobile

Setting Ticket Preferences in Android

Ticket due date, ticket priority, and ticket status are considered as ticket preference as agents can solve based on the requirement and urgency to solve the query. 

Setting ticket due date

Agents can set the due date for closing a ticket based on need while creating it or change it later using the edit option. For example, in a car servicing company, if the customer asks for delivery before the given date, the agents can change the delivery date using edit option. 

To add the due date while creating a ticket

  1. On the Home screen, tap the Add icon . 
  2. In the Add Ticket page, under Ticket Information, tap the calendar icon  to set the due date for the ticket. 
  3. After selecting the desired date and time in the displayed calendar, click Done. 

To edit the due date after creating a ticket

  1. In the ticket, tap the existing due date. 
  2. In the displayed calendar, set the due Date and Time of ticket resolution and click Done. 


Setting ticket status 

Generally, when customers lodge their queries through a phone call, the agents create a ticket to record it. While submitting the ticket, the agents can set the status of a ticket while creating it or change it later using the edit option.

To add the status while creating a ticket

  1. On the Home screen, tap the Add icon . 
  2. In the Add Ticket page, under Ticket Information, tap the drop-down icon  to select the status of the ticket from the given list. 

To edit the status after creating a ticket

  1. In the ticket, tap the existing status and change it to the required status from the list. 
Notes
This includes all statuses, including the custom ones that you have added from the Ticket Status section under Customization in Settings in the web application.